Group Manager - Transactional Quality

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Job Purpose and RolePrimary Duties & Responsibilities

• Manage Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
• Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Effective deployment of RCA framework including communication, follow through & training
• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
• Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
• Ensure continued alignment of account to ISO standards through checks & audits
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring Desired Experience and Skills
• Graduate / Post Graduate
• Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality
• Lean Six sigma Black belt certified
• Experience in automation of aspects of Quality function
• Working knowledge of Excel, Minitab & Power BI
• Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset
• Should have analytical bent of mind along with lateral thinking.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
  
  
  

• Graduate / Post Graduate
• Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Quality
• Lean Six sigma Black belt certified
• Experience in automation of aspects of Quality function
• Working knowledge of Excel, Minitab & Power BI
• Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset
• Should have analytical bent of mind along with lateral thinking.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change